Tagged decisions
3,487
Published decisions carrying this complaint-theme tag
Complaint theme analysis
Policy Wording Ambiguity complaint theme analysis
A public analysis page for the complaint theme policy wording ambiguity, built from the root-cause tagging layer across published Financial Ombudsman decisions.
Page summary
3,487 published decisions tagged policy wording ambiguity, with upheld-rate context, product concentration, firm exposure, precedent signals, and representative cases.
Tagged decisions
3,487
Published decisions carrying this complaint-theme tag
Upheld rate
43.8%
1,527 upheld decisions
Latest published decision 02 Feb 2026
Upheld rate
43.8%
1,527 upheld decisions
Leading product
Insurance (excluding PPI)
1,835 decisions
Leading firm
UK Insurance Limited
148 decisions
Policy Wording Ambiguity as a public complaint theme
3,487 published decisions in the corpus carry the complaint-theme tag policy wording ambiguity. 43.8% of those decisions were upheld, which makes this one of the most useful public “type” slices available in the dataset.
Insurance (excluding PPI) is the product line most often associated with this theme, while UK Insurance Limited is the firm that appears most often alongside it in published decisions.
- Latest year represented: 2026
- Leading precedent signal: Consumer Credit Act 1974
- Leading firm: UK Insurance Limited
How this theme moves across the corpus
Policy Wording Ambiguity has enough history in the published decisions to show how complaint pressure has evolved across multiple years, rather than appearing as a one-off issue cluster.
In 2026, policy wording ambiguity appeared in 16 published decisions with an upheld rate of 37.5%.
- 2026: 16 decisions, 37.5% upheld
- 2025: 8 decisions, 37.5% upheld
- 2024: 10 decisions, 60.0% upheld
- 2023: 23 decisions, 26.1% upheld
- 2022: 41 decisions, 19.5% upheld
Where the theme concentrates
Insurance (excluding PPI), Payment protection insurance (PPI), Banking and credit, and others are the product areas most associated with this theme in published decisions. That helps explain where this complaint type is most likely to appear in the ombudsman corpus.
Consumer Credit Act 1974, Disp, Section 75 Cca, and others are the most visible precedent signals tied to this complaint theme.
- Insurance (excluding PPI): 1,835 decisions
- UK Insurance Limited: 148 decisions
- Second precedent signal: Disp
Representative cases
Recent published decisions in this slice
5 examples shown
DRN-591855702 Feb 2026Not upheld
Liverpool Victoria Insurance Company Limited · Insurance
My final decision is that I do not uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Ms P to accept or reject my decision before 2 March 2026.
View source decisionDRN-595050602 Feb 2026Not upheld
Advantage Insurance Company Limited · Insurance
Advantage Insurance Company Limited has already made an offer to pay £150 to settle the complaint and I think this offer is fair in all the circumstances. So, my decision is that Advantage Insurance Company Limited should pay £150 to Mr R if it hasn’t already done so.
View source decisionDRN-611918802 Feb 2026Upheld
Aviva Insurance Limited · Insurance
I’m upholding Mr B’s complaint about Aviva Insurance Limited, and I direct it to put things right in the way I’ve outlined above. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr B to accept or reject my decision before 2 March 2026.
View source decisionDRN-611574501 Feb 2026Not upheld
Kingfisher Insurance Services Limited · Insurance
My final decision is that I do not uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr C to accept or reject my decision before 1 March 2026.
View source decisionDRN-584826730 Jan 2026Not upheld
Motability Operations Limited · Consumer Credit
My final decision is that I do not uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr W to accept or reject my decision before 27 February 2026.
View source decision